How to approach the design

For a strategic approach to conversation design, start simple and iterate. Start by designing basic automation, such as an FAQ bot that answers common questions from a predefined list. Once you've tested and refined a basic agent, you can build on it. Use rich features to add a more interactive journey, such as a product search. At this stage, the agent may send users to your brand website to complete a task. Eventually, you can use OAuth to perform identity verification, enabling the whole journey to happen within the agent for a more personalized and convenient experience.

What follows is an overview of conversation design for Business Messages. It describes key components of the iterative design process and a general order of operations.

Build the basics



  • Add a more complex workflow to the use case.
  • Integrate with OAuth to authenticate the user's identity, so they can access personal account information securely within the conversation.